Time series: theory and methods
Time series: theory and methods
Recurrent Neural Networks for Prediction: Learning Algorithms,Architectures and Stability
Recurrent Neural Networks for Prediction: Learning Algorithms,Architectures and Stability
Simple Methods for Shift Scheduling in Multiskill Call Centers
Manufacturing & Service Operations Management
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Call centre technology is subject to multiple improvements and innovations. Some of them try to improve agent performance and client satisfaction. There are two different but intrinsically linked problems. The first one is related to predictions of call arrivals, call abandonment, available agents having a certain skill, call pick-up and average delay time; and the second one deals with workload distribution within a multi-skill Call Centre. In this paper, we focus on forecasting call arrivals, which can be approached from several angles. Specifically, we analyse and compare Neural Networks, Time Series and Regression Models in this study.